Samsung Electronics America Inc.

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.
size="3">We do apologize for any negative encounter when recently contacting Samsung’s Customer Support Center. The unpleasant experience described is not consistent with the high standards and values that you, as well as Samsung, expect from our employees. We will forward your feedback along to the appropriate parties for further review and coaching opportunities.
As for compensation, Samsung would be unable to honor such a request. Please see Samsung’s limitations to our warranty regarding Time, Goodwill, Reputation and Inconvenience:
[redacted]
What are the limits on SAMSUNG's liability?
THIS LIMITED WARRANTY SETS OUT THE FULL EXTENT OF SAMSUNG’S RESPONSIBILITIES, AND THE EXCLUSIVE REMEDY REGARDING THE PRODUCTS.
ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED TO THE DURATION OF THIS LIMITED WARRANTY. IN NO EVENT SHALL SAMSUNG BE LIABLE FOR DAMAGES IN EXCESS OF THE PURCHASE PRICE OF THE PRODUCT OR FOR, WITHOUT LIMITATION, COMMERCIAL LOSS OF ANY SORT; LOSS OF USE, TIME, DATA, REPUTATION, OPPORTUNITY, GOODWILL, PROFITS OR SAVINGS; INCONVENIENCE; INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES; OR DAMAGES ARISING FROM THE USE OR INABILITY TO USE THE PRODUCT
Again, we do apologize for the negative experience and will address the concerns presented upon review of your previous contact.
Thank you

Samsung has attempted to contact the customer regarding their washer. Unfortunately, we have not received a response back from the customer. Please have the customer contact us at [redacted] so we may assist. We apologize for any inconveniences and delays the customer may have...

experienced with this case.  For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted]  Thank you

Samsung has reviewed Mr. [redacted] complaint in regards to his Samsung S3 Gear watch.  Our system shows the agent who handled the claim spoke with Mr. [redacted] on 9/25/17 to discuss the case.  The agent explained Mr. [redacted] that the device has been deemed BER (beyond economical...

repair) due to liquid damage on PBA components and we would not be able to repair it.  Regrettably due to the device being deemed BER, no accommodation can be made for this claim.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

They have the 2nd WORST CUSTOMER SERVICE (the worst Being Western Union). They are unhelpful and dismissive. They don't care about your problems and will not help you. They will release firmware updates for their phone knowing it will crash older phones so you have to update to a new phone. I have the Galaxy S4 and worked fine until they pushed the most current firmware which caused the phone to lose signal, messages don't always send, it will stall and go slow, and even the camera doesn't work. It will take pics but they don't appear on the phone. The phone literally says cannot display photo/pic and I am thinking why not you took it. When I tried to transfer it to the PC the phone reset all by itself during transfer and deleted all photos I was trying to transfer and the problem is that my girlfriend from [redacted] and on her first day in a new country we had an awesome say at the aquarium and Butterfly Exhibit and the pics were all ruined and deleted because of stupid Samsung. When I tried to email (twice with no response), did the online chat feature who had no interest in helping he literally blamed [redacted] and [redacted] for the issue. So I asked for a manager and he wouldn't until I threatened to find one myself and give his name for the problem. He finally gave me the name and number so a supervisor and the supervisor was even more rude. Interrupting me and also blaming [redacted] and [redacted] and trying to make it seem like my fault. So I REFUSE to buy any more Samsung products.

Under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung at Samsung's expense for warranty service. Samsung as a courtesy will evaluate your product and...

determine the appropriate resolution to this issue. Please take advantage of the free shipping instrument that will be provided for the return of your product Samsung product repair/replacement as a courtesy. Please contact [redacted] for warranty service. Thank you.

Complaint: [redacted]I chose the "reject" option, to ensure my final questions were read and answered, as well as having the response on record with Revdex.com. I apologize for any confusion regarding this. The television was repaired on 11/1/17, and appears to be in working order.1. Does Samsung have a guarantee/warranty on the replacement parts and workmanship on my repair?2. The technician presented the bill, and said they would discount the sales tax for me. When I told him I would write a check, he said he would then have to add in the sales tax; the tax discount was for cash only. I was able to get cash on short notice, and I was provided a receipt for the repair. I wanted Samsung to be aware of how the service center is accounting their fees.
Regards,
[redacted]

Samsung has contacted the customer regarding their refrigerator. The customer has been offered an exchange through [redacted] under transaction #

face="Calibri"> [redacted]. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted].  Thank you

Samsung has contacted the customer regarding their smart phone. The customer’s file has been forwarded to the FFA and will be contacted with an update and resolution. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries,...

please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted]. Thank you

Complaint: [redacted]
I am rejecting this response because:TThe company is doing nothing to help no location was ever explained [redacted] said I could chose either s2 or vr this is ridiculous 
Regards,
[redacted]

On Saturday August 22, 2015 the48 inch [redacted] television was delivered. The delivery set up the television and once they put it on the screen was black with horizontal lines on the screen. I called Samsung tech department and spoke with Chris who spoke with one of the deliverymen. He did what Chris told him and the screen did not change. So, the deliverymen called their boss to let her know the television was damaged. I had them take it back. Melissa from the delivery company called me Saturday and said she was going to call someone at Samsung to report the television was damaged. Apparently, you sent me a television that was returned and then repackaged.  I thought Samsung was a good company but that is not true. As, I research this others have also complained they too had issues with their Samsung televisions. This is now the fourth week that I do not have a television. I have left a message for you on Saturday and again this morning. I would appreciate a return call to let me know how you expect to handle this. Again, if this is not handled quickly and to my satisfaction then I will have to file a formal complaint against Samsung Electronics with the [redacted] Courthouse. As per our conversation, here is the picture of the television that our driver took when he was at your home on Saturday. Please let me know if you need anything else in the meantime. As soon as I hear any information back from Samsung, I will be in touch.

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. We sincerely apologize for any negative experience with our Customer Care Center.  The unpleasant experience described is not consistent with the high standards and values that...

you, as well as Samsung, expect from our employees. We will forward your feedback along to the appropriate parties for further review and coaching opportunities. Samsung's warranty is valid one year from the original purchase date, which means warranty expired for your product November 2015. When the product is outside of the warranty period and needs physical repair, a service charge would be required.  An agent cannot confirm if physical repair is required via phone if the condition of the phone has not be confirmed. The phone must then be evaluated by a technician who will determine repair outcome. If only a software reflash was required for an out of warranty by date product then service would be at no cost. Please also note that you were sent an email on 6/1/16 the day your service ticket was created which gives the following information in bold print: "Your device may be in warranty by date; however your handset may be out of warranty by condition. The Samsung warranty states that out of warranty repairs will incur a repair fee." In review of your service ticket we are able to confirm that physical repair was required, therefore, the service charge is valid and cannot be reversed. Thank you

Samsung has reviewed Mr. [redacted] claim in regards to his phone.  The agent handling his claim called him on 3/02/17 to discuss possible accommodations for his phone.  Mr. [redacted] informed the agent that customer support did not want to help him and had advised him that the unit was out of...

warranty so there were no options available.   Mr. [redacted] then stated that after pushing enough customer support advised him that he can send in the unit for review but he declined the option because he could not be without his phone.  The agent apologized to Mr. [redacted] for the experience with customer support and advised him that he would be able to send in the device for review but Samsung cannot provide a loaner phone.  Mr. [redacted] informed the agent that he has since replaced his phone through his insurance and is requesting to be reimbursed by Samsung.  The agent informed Mr. [redacted] that Samsung cannot reimburse him for the charge he incurred by going through his insurance for a replacement.  No further accommodations will be made for this claim.   We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will see if they fix the issue and will let u know if the issue was resolved.

Complaint: [redacted]
I am rejecting this response because: they should have never charged me in the first place, they made the error. It was their mistake! Now, I have waited over a month and they still have not returned my money. This is a scam...
Regards,
[redacted]

Samsung has reviewed Ms. [redacted] compliant in regards to receiving the device she returned for a refund.  Our system shows E-Commerce requested another FedEx return shipping label in order for Ms. [redacted] to return the Galaxy S8 Orchid Gray phone again.  E-Commerce will contact the warehouse to advise them to accept the label for the return.  Ms. [redacted] credit card will not be charged again for the device and the FedEx return shipping label was sent to her on 8/30/17 to return the device back to the warehouse.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Samsung has contacted Mrs. [redacted] regarding her concerns about her printer.  A full refund was submitted(transaction# [redacted]) for and has since been approved.  A link was sent to Mrs. [redacted] with instructions on how to complete the refund process as well as select how she would like to...

receive the refund.   We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted].  Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung television. We have advised to the customer that even though this damage is considered physical damage we will authorize a one-time free of charge repair accommodation. We apologize for any inconveniences and...

delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted]8.  Thank you.

Samsung processed Ms. [redacted]’ claim and a refund has been submitted and approved.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

This claim has been directed to the appropriate parties and direct contact will be provided.
Thank you

There is no attachment, please have the customer attach the document.
We apologize for any inconveniences and delays the customer may have experienced with this case. For...

further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday..  Thank you